Bentley Motors Website: Bentley Motors Australia: BENTLEY FINANCIAL SERVICES AUSTRALIA

Feedback

At Bentley Financial Services Australia we pride ourselves on providing exceptional service and great products to all of our customers.

We believe that our customers have the right to efficient, honest and fair treatment in their dealings with us. We welcome your feedback, particularly if something goes wrong.

To provide feedback or make a complaint
Your first point of contact for providing feedback or raising a complaint is with our Customer Resolutions Team. They will endeavour to address your concerns and resolve your dispute as soon as possible.

Contact Us:
M: Bentley Financial Services Australia
Customer Resolutions Team
Locked Bag 4002, Chullora NSW 2190

P: 1300 087 782
Mon – Fri 9:00am – 5:00pm (AEST)

If you are overseas, please call:
+61 2 9695 6311 Select Option 1

E: feedback@vwfs.com.au

F: +61 (02) 9695 6399

General Enquiry

If you require assistance from Bentley Financial Services Australia in relation to your existing finance contract, your first point of contact is with our Customer Service Team. They will endeavour to respond to your enquiry as soon as possible; however please allow 1-2 business days.

Please note: Bentley Financial Services Australia is closed on all Australian National Public Holidays; therefore our response time may vary during these periods.

Contact Us:
M: Bentley Financial Services Australia
Customer Service Team
Locked Bag 4002, Chullora NSW 2190

P: 1300 087 782
Mon – Fri 9:00am – 5:00pm (AEST)

If you are overseas, please call:
+61 2 9695 6311 Select Option 1

E: customer_service@bentleyfs.com.au

F: +61 (02) 9695 6399

Financial Assistance

At Bentley Financial Services Australia we understand that life can take unexpected turns and anyone can experience financial hardship, due to unforeseen circumstances.

We are committed to assisting you with finding a suitable solution to manage your repayments, whilst you get back on your feet.

What is Financial Hardship?
Financial Hardship is when a customer is willing and has the intention to pay, but due to a change in their circumstances, is now unable to meet their repayments or existing financial obligations. With formal hardship assistance, their financial situation will be restored.

Reasons Which May Qualify You for Financial Hardship
Common events contributing to financial difficulty may include:

Changes in income and/or expenses
Changes in employment (such as reduced hours, loss of job, reduced pay)
Significant life events such as (illness, injury, relationship break down, death or disability)
Natural disaster
Legal matters such as court actions, judgement or court orders

Company failure or some other event such as insolvency or administration.

How to Apply
In order to assess your eligibility for financial hardship assistance, we require you to apply online via our Financial Assistance Portal (supported web browsers include Google Chrome, Firefox and Microsoft Edge).

Apply for Financial Assistance

Financial Assistance FAQ

HOW LONG IS THE ASSISTANCE PERIOD?

Our Financial Hardship Department will assess your individual situation and provide options. This may be short term and in some cases long periods of time dependent on your situation.

WHAT KIND OF SUPPORT DOCUMENTS DO I NEED?

Each situation is assessed on its own merits. You may need to provide further information such as proof of income, liabilities, expenditure and anything that is applicable to your circumstances.

HOW LONG WILL IT TAKE TO RECEIVE A RESPONSE?

We are required to provide you with an outcome or next steps within 21 days of you submitting your application. However, in most cases you will receive a response sooner.

WILL I STILL BE CONTACTED BY THE COLLECTIONS DEPARTMENT WHILST ASSISTANCE IS IN PLACE?

No, there will be no collections activity during this period as long as you comply with your hardship arrangement.

WHAT HAPPENS IF BENTLEY FINANCIAL SERVICES AUSTRALIA DOES NOT SUPPORT MY REQUEST FOR FINANCIAL HARDSHIP?

We will advise you in writing of the reason. You may wish to seek further financial advice from a financial advisor or a third party in regards to the alternate options that may be available to you.

WHAT HAPPENS IF I AM NOT SATISFIED WITH THE OUTCOME?

If you are unsatisfied with our response, you can contact our Financial Hardship Department on 1300 087 782 (Option 1) to discuss our decision. If your concern is still not resolved, you may lodge a complaint via our internal disputes resolutions scheme by emailing feedback@vwfs.com.au.

If you do not agree with our decision or suggested resolution, you may refer your complaint to the Australian Financial Complaints Authority (AFCA), an external dispute resolution scheme of which we are a member.

M: Australian Financial Complaints Authority
GPO Box 3 Melbourne VIC 3001

P: 1800 931 678 (free call)

E: info@afca.org.au

W: www.afca.org.au

Financial Assistance Online portal

In order to assess your eligibility for financial hardship assistance, please visit the Financial Assistance Online Portal.

Click here

WHAT HAPPENS NEXT?

Once your application has been completed and returned to us, your circumstances will then be assessed to see what arrangements or options may be suitable for you. We will notify you of the outcome within 21 days.
Should we require additional information, one of our ‘Financial Assistance representatives’
will be in contact with you to discuss the matter further.

Direct Debit form

Third Party Application form

Electronic Consent form